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L1 & L2 Support Specialist

3 months ago

Chandigarh, Chandigarh, India Cogniter Technologies Full time
Skills

Job Description:
L1 & L2

Support Specialist Position Overview:

We are seeking a skilled and customer-focused individual to join our dynamic team as an L1 & L2 Support Specialist.

As an L1 & L2 Support Specialist, you will play a crucial role in providing technical assistance and support to end-users, ensuring the smooth operation of IT systems and resolving issues promptly.

The ideal candidate should have a strong technical background, excellent communication skills, and the ability to troubleshoot and resolve problems effectively.


Responsibilities:

L1 Support:
Provide first-level technical support to end-users via phone, email, or chat, ensuring timely and accurate resolution of issues. Assist users with hardware and software-related problems, guiding them through troubleshooting steps and escalating issues when necessary.

Document all support interactions and resolutions in the ticketing system to maintain a comprehensive record of user issues and resolutions.

Collaborate with other IT teams to escalate complex issues and ensure timely resolution. Maintain a high level of customer satisfaction by addressing user inquiries in a professional and courteous manner.

L2 Support:

Handle escalated technical issues from the L1 Support team, utilizing advanced troubleshooting skills to identify root causes and implement effective solutions.

Provide in-depth technical expertise in areas such as network infrastructure, systems administration, and application support. Collaborate with other IT specialists and vendors to resolve complex technical problems that may require specialized knowledge. Analyze recurring issues and proactively identify opportunities for system improvements or enhancements. Develop and maintain knowledge base articles and documentation for common technical issues and solutions. Participate in on-call rotations to provide support outside regular business hours.